Personalized interactive network with multiple channels coupled to integrated knowledge management system

• US 9,978,089 B2
• Filed: 12/14/2011
• Issued: 05/22/2018
• Est. Priority Date: 11/15/1999
• Status: Expired due to Term

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Patel, Ameet, Holme, Jennifer, Caiazzo, Anthony
• Primary Examiner(s): Pollock, Gregory A
• Application Number:
  US13/326,245
• Publication Number:
  US 20120150659A1
• Time in Patent Office: 2,351 Days
• Field of Search: 705 267
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: G06Q 20/382 insuring higher security of transaction
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0237 at kiosk
• CPC Class Codes: G06Q 30/0239 Online discounts or incentives
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0256 User search
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0271 Personalized advertisement
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

Systems and methods provide for personalizing interaction between a provider using a integrated knowledge management (KM) system that tracks data exchanged between users and the provider over multiple communication channels. User requests to a provider can made via multiple different incoming channels, such as by using ATMs, PDAs, cell phones, computers accessing web sites or other Web Devices, Voice Response Units (VRUs), and others. User requests submitted over these multiple channels are routed into an integrated KM system that services these requests and selects personalized offers and/or personalized content and/or personalized format presentation to be provided to the users.

Claims

1. A computer-implemented method that personalizes interaction between users and a provider in a multi-channel access provider system and accesses information of a plurality of products or services to provide at least one personalized response, comprising:

storing in at least one non-transitory computer memory, a database containing user profile information for a plurality of users and instructions pertaining to the users including account information;

accessing the at least one computer memory by a computer processor of a server-based knowledge management system that executes instructions and performs steps including;

interfacing to the server-based knowledge management system comprising at least one server that allows users to interact with a provider over a plurality of different electronic communication channels using a plurality of different remote user access devices;

receiving, using the processor, user requests over a plurality of different inbound electronic access communication channels;

using an access identifier processor that determines specific inbound electronic access communication channels corresponding to specific user requests;

inputting information regarding said user requests to the server-based knowledge management system servicing multiple different inbound electronic access communication channels;

accessing, by the server-based knowledge management system, user profile data corresponding to the user requests from the database storing user profile data of a plurality of different users, the user profile data of the plurality of different users in said database being accessed by the server-based knowledge management system;

retrieving, using the processor, user preferences based on the user profile data for the requesting user;

processing, using the processor, the user requests by the server-based knowledge management system that generates personalized responses in a cross channel environment, at least some of the personalized responses being generated based on (a) context specific content based on the user profile data for the requesting user and (b) outbound electronic delivery communication channel specific formatting based on the requesting user'"'"'s preferences;

identifying capabilities and characteristics of the remote user access devices receiving information through the outbound electronic delivery communication channels; and

delivering, in response to specific user requests, the personalized responses electronically from the server-based knowledge management system to the users over a plurality of different outbound electronic delivery communication channels, the format and type of responses based on the capabilities and characteristics of the remote user access devices identified, where at least one of the outbound electronic delivery communication channels for the specific user is different from the inbound electronic access communication channels for the specific user, and where the inbound electronic access communication channel is through one of (a) an Automated Teller Machine (ATM), a call center with Voice Response Unit (VRU), email, and Internet using a web device or Personal Digital Assistant (PDA) or handset; and

the outbound electronic delivery communication channel is through a different one of (b) an ATM, call center with VRU, email, and Internet using a web device or PDA or handset.

2. The computer-implemented method of claim 1, where the knowledge management system services multiple electronic communication channels accessed using Automated Teller Machines (ATMs), Voice Response Units (VRUs), emails, and Internet access using a web device or Personal Digital Assistant (PDA) or handset.

3. The computer-implemented method of claim 1, where the personalized responses comprise at least some responses being sent over outbound electronic delivery communication channels selected based on inbound electronic access communication channels.

4. The computer-implemented method of claim 1, where the user profile data for each user indicates, based on the type of inbound electronic access communication channel used for a request, what outbound electronic delivery communication channel should be used to deliver the response.

5. The computer-implemented method of claim 1, where the knowledge management system includes a plurality of user profiles defining different mappings of delivery communication channels to access communication channels for various users, such that the mappings for delivery communication channels are user-specific.

6. The computer-implemented method of claim 1, where the responses being personalized comprise the knowledge management system generating responses that include additional information on unsolicited offers for goods or services.

7. The computer-implemented method of claim 1, where the personalized responses include additional information besides that requested comprising alerts that users have subscribed to.

8. The computer-implemented method of claim 1, where the personalized responses include additional information besides that requested comprising general information and customer-specific information retrieved from folders for a plurality of users.

9. The computer-implemented method of claim 1, where the personalized responses include additional information besides that requested comprising one or more value propositions selected for a plurality of users.

10. The computer-implemented method of claim 9, where said value propositions are offers or proposals for other products or services selected based on specific users.

11. The computer-implemented method of claim 1, where said knowledge management system includes a personalization engine processor;

and

where the responses being personalized comprise the knowledge management system generating responses including additional information besides that requested;

where a plurality of potential value propositions for specific users are inputted to the personalization engine processor; and

where the personalization engine processor processes the potential value propositions that selects one or more which are delivered to users in response to user requests.

12. The computer-implemented method of claim 1, where said access identifier processor is a channel-device identifier.

13. The computer-implemented method of claim 1, where responses are personalized based on past interactions and current interactions with the knowledge management system.

14. The computer-implemented method of claim 1, where response are personalized based on past interactions and current interactions including click-stream data, and where a series of personalized responses are delivered in response to click-stream data acquired in a single session.

15. A computer-based system for personalizing interaction between users and a provider in a multi-channel access provider system that accesses information of a plurality of products or services made available by the provider to provide at least one personalized response, comprising:

at least one non-transitory computer memory storing a database containing user profile information for a plurality of users and instructions;

at least one computer processor accessing the computer memory, the computer processor executing the instructions to perform steps including;

interfacing to a server-based knowledge management system comprising at least one server that users interact with a provider over a plurality of different electronic communication channels using a plurality of different remote user access devices;

receiving user requests over a plurality of different inbound electronic access communication channels;

using an access identifier processor that determines specific inbound electronic access communication channels corresponding to specific user requests;

inputting information regarding said user requests to the server-based knowledge management system servicing multiple different inbound electronic access communication channels;

accessing user profile data corresponding to the user requests from the database storing user profile data of a plurality of different users, the user profile data of the plurality of different users in said database being accessed by the server-based knowledge management system;

retrieving user preferences based on the user profile data for the requesting user;

processing the user requests by the server-based knowledge management system that generates personalized responses in a cross channel environment, at least some of the personalized responses being generated based on (a) context specific content based on the user profile data for the requesting user and (b) outbound electronic delivery communications channel specific formatting based on the requesting user'"'"'s preferences;

identifying capabilities and characteristics of the remote user access devices receiving information through the outbound electronic deliver}′

communication channels; and

delivering, in response to specific user requests, the personalized responses electronically from the server-based knowledge management system to the users over a plurality of different outbound electronic

delivery communication channels, the format and type of responses based on the capabilities and characteristics of the remote user access devices identified, where at least one of the outbound electronic delivery communication channels for the specific user is different from the inbound electronic

access communication channels for the specific user, and where the inbound electronic access communication channel is through one of (a) an Automated Teller Machine (ATM), a call center with Voice Response Unit (VRU), email, and Internet using a web device or Personal Digital Assistant (PDA) or handset; and

the outbound electronic delivery communication channel is through a different one of (b) an ATM, call center with VRU, email, and Internet using a web device or PDA or handset.